Infor

At the highest level, you are the person responsible for ensuring exceptional support experiences for our customers using the Finance modules of our Cloudsuite Industrial / SyteLine ERP system. As a Product Support Analyst, you will act as a trusted advisor, applying your finance and ERP knowledge to analyze customer-reported issues, answer functional and technical questions, and collaborate with our development team to drive product improvement.

You’ll play a vital role in maintaining our software’s compliance with European legislative requirements while helping customers get the most value from their solutions. This is a great opportunity to become a specialist in manufacturing accounting and enterprise software within a global support team.

A Day in The Life Typically Includes:

Product Support Analysts serve as subject matter experts and customer advocates, especially for finance-related ERP functionality. You will manage support cases from start to finish, using problem-solving skills and business knowledge to guide customers toward effective solutions.

This is accomplished by:

• Serving as the primary point of contact for European customers on finance-related ERP questions and issues.

• Analyzing and resolving customer-reported problems, providing timely updates and guidance through to case closure.

• Reproducing software issues and working with the product development team to identify and resolve defects.

• Ensuring all customer interactions and case activities are clearly documented in our internal tracking systems.

• Collaborating with support leadership and product managers to escalate urgent issues and share customer feedback.

• Continuously developing your ERP and accounting knowledge through structured training, peer collaboration, and self-study.

Basic Qualifications:

• Bachelor’s degree in Accounting, Business, Computer Science, or a related field OR equivalent relevant experience.

• Foundational knowledge of accounting principles, including double-entry bookkeeping, ledgers, and financial statements.

• Excellent written and verbal communication skills in English.

• Strong customer service orientation with effective interpersonal and organizational skills.

• Proven ability to multi-task and manage competing priorities in a fast-paced environment.

• Analytical thinking with the ability to troubleshoot functional software issues.

Preferred Qualifications:

While not required, it would be great if you bring any of the following:

• Some experience with ERP systems like Cloudsuite Industrial / SyteLine or similar.
• Basic familiarity with SQL or an interest in learning technical concepts.
• Exposure to software used in financial operations or within a manufacturing environment.
• Awareness of European financial regulations or accounting practices.